Toytec's lousy customer service

I have the Bilstein 5100 rear's for 3 - 4" of lift. A couple months ago I noticed I had severe oil leakage from my drivers side rear shock. I contacted Toytec via telephone and spoke to them about my blown rear shock that was not even 7 months old. I was told to take pictures of the shock and email the pictures to them and they would determine if it would be covered under warranty. 2 days after emailing them the pictures I got an email back stating that this was normal with those shocks, and that they are over-filled with oil so leakage is to be expected and there is nothing they can or would do about for me. So basically they told me to go fuck myself


So in short...Toytec's customer service is piss poor. Never again will I spend a single penny with that lousy company!

I suggest that if you want to do business with them, be prepared to take it up the ass with no lube should you ever have a problem with any products you purchase from them.

 

Subbed

 

Sounds like you got plenty of lube!

 

Mine have never leaked that I know of

you could always use the excess oil from the shock

^^ edit: sandman beat me to it.

 

Interesting..

 

The shock performing as it should? Seems to me they gave you a response as to why the shock would leak when it is brand new. I don't understand why you'd overfill a shock to the point it forces oil past the seals when you cycle it though...

 

It does cycle, but continues to leak oil. Also my drivers rear of the truck feels very loose when turning, I'm assuming that has something to do with the shock.

 

Was wanting a set.......u have a pic of ur bumpstops u used?

 

Just to be clear to everyone reading this thread. This initially happened back in September or October of 2012. Reason I am bringing it up now is because the shock continues to leak oil and does not perform as a normal shock should. Every time I look under the rear and see it is *still* leaking oil, it pisses me off

 

No pics right now, currently at work.

 

Ok.....which ones did u get?
or did the stockers work?

 

Did you try contacting Bilstein directly?

 

This is interesting. Subbed to see the outcome.

 

^^ This.

I feel as though we have a Toytec rep on here that could get you straightened out? Not sure..

 

I see such a vendor peeping in.............im sure they will do what they can

 

stock

No sir, I did not contact Bilstein. I thought that since the shock was only about 7 months old at the time, Toytec should be responsible for warranty on the shock. After promptly getting a "there's nothing wrong with it" from Toytec I did not attempt to contact Bilstein directly. I should have, but after the response from Toytec I was rather unimpressed and pretty pissed and didn't want to start the process over again with another company.

 

Jason,

We are sorry you feel this way about our customer service. However since we are a reseller of Bilsteins, we must follow their warranty policy.

We have seen this happen to a number of shocks and we have tried to warranty them as well. Unfortunately from what you sent us, Bilstein will not warranty the shock for that amount of leakage. Here is a snip of their warranty policy that is posted on their website.



As you can see, Bilstein states that this leakage is a completely normal occurrence. With that said, I would recommend pulling the shock and check to see how it compresses, if it comes right back after you release pressure, if there are any odd noises, or if there is any binding in the travel. If your shock does not have any compression or rebound dampening, does not return once after being fully compressed, or binds, That can generally constitute a warranty claim.

Please understand that this is not our choice to not warranty the shock for you as we have to go directly through Bilstein and it is totally up to their discretion whether or not to issue a warranty. If we send your shock in for warranty and Bilstein deems it not a warranty issue, you will be out shipping and your shock as they do not ship shocks back. Because of this, we want to make sure it is something Bilstein will consider for warranty.


If you or anyone else has questions about Bilsteins warranty, i would recommend reading their warranty page on their website.

Here is the link
http://www.bilsteinus.com/products/search-service/warranty/

If you feel the leaking is excessive or have any other questions, Feel free to PM me on here or give me a call. Our number is 303-255-4959 and my extension is 103.

Thank you
Dylan

 

just wondering not trying to piss in your cheerios...... but why would a vendor be totally responsible for another companies product? I can see if you were asking them to contact billstein for you but it didnt seem you did ask that. maybe im incorrect idk? but when i had problems with a susp component i ordered from someone else (not draggin names in) they told me straight up that it wasnt their issue to handle and to contact the manufacturer and then gave me their number..... i had no hard feelings and totally understood. they are in a sense just a drop shipped warehouse.

 

He was reviewing their customer service which is completely understandable, but from what Dylan just said I don't see a problem here.

 

Well since I bought the shocks directly from Toytec it is my opinion that if there is a problem with the product they should be the first company to contact for a warranty claim. I spent my hard earned money with them, so if a problem exists with the product I would expect them to go to bat for their customer. This is not the case...the response from Toytec above is basically the same response I initially got. They emailed me that same picture and stated that Bilstein states that the shock will leak oil. When I explained that there was way more than minimal oil leakage coming from the shock all I got again in return was "cycle the shock and if it cycles correctly there is nothing we can do"